Add office photos
All Filters
9 PMC Retail Jobs
Support Analyst L2 PMCI_MS_24-25_124
PMC Retail
posted 5mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The role requires an individual who undertakes resolution of incoming issues, within expectedtechnical capability, understands the impact of incidents on the client and responds appropriately exhibits right sense of urgency.
Key accountabilities
- Regularly reviews incidents logged, highlighting trends recurring issues to 3rd line Problem.
- Recommends changes to resolve recurring issues.
- Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned.
- Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
- Ensures all calls logged are clearly written so that any team member can understand the issue.
- Takes day to day responsibility for assigning incidents through the incident management system.
- Understands and executes against agreed processes for implementing fixes/changes.
- Understands the impact of non-delivery on the reputation of PMC with the client
- Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
- Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLAs are at risk of not being met.
Please note that this role works on a rotational shift basis to ensure sufficient coverage 24/7 and meet the needs of the business.
Skills and Experience | Essential
Skills and Experience | Essential
- Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
- Experience in windows batch scripting
- Experience on helpdesk, incident, and problem management as L2 support
- Client interaction exposure
- Must be able to converse well in English, both verbally and in writing.
Skills and Experience | Desirable
- Good understanding of Building tool Maven, Gradle etc.
- Very good understanding of ITIL framework and processes. ITIL certification is preferred.
- Working knowledge/experience on Linux - preferred but not must
- Able to share ideas with the team and self-confident.
- Go-getter and solution-oriented personality
- Very quick learner and keen to learn new things
- Reliable accountable individual who can manage client interaction
Personal attributes
- Excellent English
- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working.
- Having worked in a fast paced, dynamic environment.
- Empathy and the ability to communicate both internally and externally.
- Ability to multi-task, work under pressure and to tight deadlines.
- Positive can-do attitude, team player
- Efficient and Proactive
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Support Analyst roles with real interview advice
What people at PMC Retail are saying
What PMC Retail employees are saying about work life
based on 12 employees
Flexible timing
Monday to Friday
No travel
Day Shift
PMC Retail Benefits
View more benefits
Compare PMC Retail with
Reliance Retail
Compare
Future Retail
Compare
Tata Group
Compare
Aditya Birla Fashion and Retail
Compare
Shoppers Stop
Compare
V-Mart
Compare
Spencer's Retail
Compare
Max Fashion
Compare
Landmark Group
Compare
DMart
Compare
Future Group
Compare
Vishal Mega Mart
Compare
Reliance Digital
Compare
Titan Company
Compare
Walmart
Compare
Croma
Compare
Lifestyle
Compare
Reliance Trends
Compare
Metro Cash & Carry
Compare
Big Bazaar
Compare
Similar Jobs for you
Integration Engineer (Microsoft Fabric) PMCI_PS_24-25_163
10-15 Yrs
Vadodara
Share an Interview